Refund and Cancellation Policy

By placing an order, booking a service, or reserving a workshop with PlantBox, you agree to our Terms & Conditions, Service Agreement, Refund Policy, Cancellation Policy, and Shipping Policy. PlantBox provides custom, time-based services and made-to-order products, including bouquet preservation and workshops, which require advance planning, reserved capacity, and labor. Payments secure services rendered and reserved time and are not contingent upon guaranteed outcomes, subjective satisfaction, attendance, or completion. Refunds and cancellations are subject to specific timing requirements outlined in our policies. 

1. Definition of Custom Orders

A custom order includes, but is not limited to:

  • Any order that requires working with an object provided by the customer (including but not limited to bouquets, flowers, invitations, ribbons, accessories or botanical materials)
  • Any service offered based on a customer’s specific request, including but not limited to flower replication, custom preservation services or workshops

Custom orders are created specifically for each customer and cannot be resold.

2. Production Start Date

For custom bouquet preservation and related services, production begins after the bouquet has been dropped off on the scheduled drop-off date.

Once production has begun, the order is considered in progress and becomes non-cancellable and non-refundable, except as explicitly stated in this policy.

3. Nature of Services Rendered vs. Final Product

Payment made to PlantBox is for services rendered, not for guaranteed satisfaction or a guaranteed physical outcome.

Services rendered include, but are not limited to:

Phase 1 – Service & Preparation

  • Email communication to confirm drop-off details
  • Email correspondence addressing customer questions and requests
  • Intake and handling of customer-provided materials

Phase 2 – Preservation & Design

  • Physical drying and pressing of flowers
  • Design planning and creation of a rough design draft using preserved materials
  • Email presentation of the design draft to the customer

Phase 3 – Completion

  • Finalizing the approved design
  • Securing and gluing preserved flowers into the selected frame

Final Product

The finished framed piece delivered via shipping or pickup is the final product. The absence of a final product due to project termination does not negate services already rendered.

4. Cancellation Policy (Custom Orders & Workshop Reservations)

This cancellation policy applies to custom bouquet preservation services, custom floral services, and workshop reservations.

By placing an order or booking a workshop, you acknowledge that PlantBox reserves time, labor capacity, and resources specifically for your project or attendance.

Cancellations More Than 5 Days Before:

  • the scheduled bouquet drop-off date, or
  • the scheduled workshop date

Customers are eligible for a partial refund of up to 90% of the amount paid.

The remaining balance covers non-recoverable transaction fees, administrative costs, scheduling, and preparation.

Cancellations Within 5 Days of:

  • the scheduled bouquet drop-off date, or
  • the scheduled workshop date

No refunds will be issued.

This includes, but is not limited to:

  • Orders or workshop bookings made within 5 days of the scheduled date
  • Failure to attend a workshop
  • Failure to drop off a bouquet on the scheduled drop-off date

During this period, PlantBox reserves time, staffing, materials, and studio capacity exclusively for the customer, which cannot be reassigned on short notice.

Workshop-Specific Notes

  • Workshop fees are paid in full at the time of booking
  • Workshop reservations are non-transferable and non-refundable within 5 days of the scheduled workshop date
  • Missed workshops, late arrivals, or early departures are not eligible for refunds or credits

Workshop fees and custom service payments secure a reserved time slot and capacity and are not contingent upon attendance, completion, or subjective satisfaction.

5. Refund Requests After Production Has Begun

Once production has begun (as defined in Section 2), the order is final sale.

Refunds will not be issued for:

  • Change of mind
  • Subjective dissatisfaction
  • Design preferences
  • Requests outside the scope of the agreed service
  • Natural variations in preserved flowers, color, shape, or composition

Such variations are inherent to working with real botanical materials and are not considered defects.

6. Partial Refunds & Project Termination

In limited circumstances, PlantBox may, at its sole discretion, offer a partial refund based on the percentage of services already completed.

  • Partial refunds will not exceed 25% of the total order value
  • The refund amount reflects compensation for services already rendered
  • If a partial refund is issued:
    • The project is deemed closed
    • No physical or digital product will be provided
    • The refund constitutes full and final settlement of the order

By receiving a partial refund, the customer acknowledges that no further claims, chargebacks, or disputes may be initiated.

7. Refund Processing Time

Approved refunds are processed within 7–10 business days from confirmation. Original transaction, processing, and administrative fees are non-refundable.

8. Shipping, Delivery & Insurance

Orders are shipped to the address provided at checkout.

Once an order is marked as delivered by the carrier, responsibility transfers to the recipient.

  • PlantBox is not responsible for loss, theft, or carrier delays
  • Shipping insurance is purchased for all orders

Damage or Loss Claims

Customers must:

  • Inspect their order upon delivery
  • Report issues via email within 48 hours

Provide clear photos of:

  • Outer packaging
  • Inner packaging
  • The damaged item

Failure to submit required documentation within 72 hours releases PlantBox from any obligation to file insurance claims or issue refunds.

PlantBox does not control insurance investigation timelines or outcomes.

9. Returns & Final Sale Items

The following items are final sale and non-returnable:

  • Custom or made-to-order items
  • Sale items
  • Gift cards
  • Workshop reservations

10. Order Changes

By placing an order, you confirm that all information provided at checkout is accurate and final.

Requests to change:

  • Design style
  • Frame size or color
  • Product
  • Fulfillment method
  • Drop-off date
  • Contact information

Must be submitted via email before the production begins (before the scheduled bouquet drop-off date.

  • Changes are not guaranteed after this date
  • Additional fees may apply
  • No refunds will be issued for unfulfilled or late change requests
  • Change requests are not accepted in person.

11. Failure to Drop Off Bouquet

Failure to drop off the bouquet on the scheduled date is treated as a late cancellation and is non-refundable, as outlined in Section 4.